Troubleshoot Connectivity Remotely (37.6)
Quite often the issue is in a remote location. This section discusses the tools at your disposal to help you support remote users and troubleshoot problems from a distance.
Supporting Remote Users (37.6.1)
When assisting remote users, it is often not efficient to verbally walk a user through complicated procedures. Remote-access technologies enable support technicians to take control of a user’s desktop to view and configure settings on the user’s computer. During a remote desktop session, the user is often unable to control their PC. However, they can watch everything that the technician does.
For example, a user may be having trouble accessing the corporate site. Because this access can depend on multiple conditions regarding the configuration of the computer, a support technician requests remote access to the system. After the user authorizes access, the technician can then check multiple security and access settings on the system to identify and fix the problem.
Remote desktop applications introduce potential security vulnerabilities because they offer complete control of computers by someone other than the authorized user. For example, threat actors could exploit open remote desktop application ports or use social engineering techniques to trick a user into providing them with remote desktop access. It is important that users understand that only authorized support technicians should be granted remote access to systems.
Note
Many organizations disable remote access to computers that they own or administer. For that reason, it may be necessary to request that the user activate it. Other organizations use proprietary or alternative remote desktop applications to mitigate security vulnerabilities that are associated with remote system access.
Remote desktop applications use a client-server model. The remote desktop client is used to connect to the remote system, which acts as a server. Remote access applications can retrieve system data, transfer files to systems, and initiate secure chat sessions with users. Some remote-access applications require the user to be present to authorize access or can access systems without user participation. Other remote-access systems can access the system if it is unattended.
The following are common remote desktop applications:
- Microsoft Remote Desktop
- Installed on all Windows computers.
- Permits access from PCs, Android, or iOS devices.
- Requires a Pro edition of Windows.
- Apple Remote Desktop
- Available for OS X 10.10.5 or later.
- Client version 3.6 and higher offer full control.
- Non-Mac clients must have Virtual Network Computing (VNC) compatible software installed.
- TeamViewer
- Broad platform access including IoT devices and over 100 mobile devices.
- Easy to implement and use.
- Very secure with end-to-end encryption, two-factor authentication, and other security features.
- Zoho Assist
- Compatible with a wide range of operating systems.
- Integrates well with third-party applications.
- Supports up to 2 GB file transfers, voice and video chat, and multi-monitor navigation.